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How we handle complaints

If something has gone wrong, we want to hear about it and put it right. This is our complaints procedure.

How to complain

You can complain in any way that suits you. You do not need to use the word complaint, and you do not need to put it in writing.

  • Phone: +44 20 8552 5105
  • Email: hello@expremit.com
  • The contact form on our website, choosing A complaint
  • Post: Complaints, Express Remit Ltd, 124 City Road, London, EC1V 2NX

What to tell us

Never send your password, one-time codes or full card details.

  • Your name and how to contact you.
  • Your transfer reference, if the complaint is about a transfer.
  • What went wrong, and what you would like us to do to put it right.
  • Copies of anything that helps explain it.

What happens next

  • We acknowledge your complaint promptly, and tell you who is dealing with it.
  • If we can resolve it to your satisfaction by the end of the third business day after we receive it, we will write to you to confirm that, and tell you that you can still refer it to the Financial Ombudsman Service if you change your mind.
  • Otherwise, someone not involved in the matter investigates it fairly, and we keep you informed.
  • We send you a final response in writing within 15 business days of receiving your complaint. It explains what we found, what we will do, and your right to refer the complaint to the Financial Ombudsman Service.
  • In exceptional circumstances, if we cannot respond within 15 business days for reasons outside our control, we will write to you by then explaining why and when you will have our final response. That will be no later than 35 business days after we received your complaint.

The Financial Ombudsman Service

If you are not happy with our final response, or we have not sent one within the time limits above, you can refer your complaint to the Financial Ombudsman Service. It is free and independent. You must do so within six months of the date of our final response.

Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Phone 0800 023 4567.

Complaints about your personal data

If your complaint is about how we have used your personal information, you can also complain to the Information Commissioner’s Office.

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